Global Advanced Analytics Support Manager
About The Position
The Global Advanced Analytics Support Manager leads the customer support function for Rockwell Automation's PavilionX advanced process control and model predictive control solutions. The role is responsible for service quality, customer confidence, and performance for a specialized support offering within Digital Managed Services. The manager leads the Pavilion support business across customer engagement, technical support, service delivery, business operations, and sales, partnering with customers, internal delivery teams, sales, product stakeholders, and leadership to meet support commitments and support continued business growth. The position reports to the Sr. Manager, Global Application Support and can be performed remotely from anywhere in the United States. Travel may be required for customer engagements, internal meetings, or business-critical escalations.
Requirements
- Bachelor's degree or equivalent years of relevant work experience.
- Legal authorization to work in the United States; employment visa sponsorship is not available for this role.
- Ability to travel to support customer engagements, internal meetings, or business-critical escalations.
Nice To Haves
- Experience in industrial software, automation, advanced process control (APC), model predictive control (MPC), or related technical services.
- Typically, 5+ years of experience leading customer-facing support operations teams, including escalations, prioritization, service delivery, and cross-functional coordination.
- Ability to manage technical, commercial, operational, and customer-facing responsibilities in a specialized support environment.
- Experience partnering with sales, delivery, account management, or customer success teams to drive retention and growth.
- Familiarity with PavilionX, APC/MPC, process optimization, or industrial manufacturing applications.
- Experience in managed services, software support, professional services, or customer success within enterprise software or industrial technology.
- Knowledge of support business operations, including renewals, resource planning, service quality, performance metrics, and pipeline support.
- Ability to translate customer needs and issues into actionable plans for technical teams, stakeholders, and leadership.
- Familiarity with Rockwell Automation software, services, support models, or industrial automation environments.
Responsibilities
- Lead the Pavilion support function, including daily operations, customer engagement, escalation management, and service delivery performance.
- Manage business operations for the Pavilion support group, including capacity planning, performance visibility, process improvement, knowledge transfer, and continuity of critical expertise.
- Maintain relationships with Pavilion customers, meet support commitments, and address customer concerns with urgency.
- Drive renewal and expansion opportunities and partner with sales and account teams to enable new support engagements.
- Coordinate with internal product and delivery teams to resolve complex issues and align customer needs with available capabilities.
Benefits
- Health insurance, including medical, dental, and vision.
- 401(k).
- Paid time off.
- Parental and caregiver leave.
- Flexible work schedule coordinated with the manager.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
